Sr. Technical Support Analyst - Visa Direct, Cross-Border Payments at Visa

What is it all about? The Service Management team is a crucial component of the Visa Direct Network and Operations' support model tasked with maintaining and developing robust and lasting relationship with our Key Accounts. As their client’s advocate, Service Managers understand their client’s business/business processes in detail and use the tools at their disposal to remove obstacles, deliver improvements and enhance the experience of being an VDNO customer, ensuring their service needs are met and agreed service levels achieved. You will be assigned a number of Platinum clients to manage directly as their Service Manager. You will take a holistic look at service across all Visa Direct functions/platforms, measure and review service performance and either through direct or collaborative action, deliver improvements. You will work with your account management counterpart to maintain and grow the service and commercial relationship. What we expect of you day-to-day: • You will be the Subject Matter Expert (SME) on how your assigned clients use Visa Direct. • You will promote a culture of service excellence and ‘best in class’ through leading by example • You will streamline processes to improve efficiency, automation and scalability • You will keep abreast of forthcoming system changes, releases, route changes, client launches, documentation changes and support your client through transitions • You will be your client’s advocate within Visa Direct and sponsor / champion product and service change • You will be available to your clients as an escalation point (during business hours) should BAU processes fail to deliver the expected results • You will host regular service reviews with your clients & monitor service performance and any applicable SLAs • You will manage a continuous Service Improvement Register for each of your accounts • You will perform deep dive analysis and identify opportunities to optimize your client’s use of the service and promote service best practice both internally and to your clients • On a rota basis, assume the role of Major Incident Manager in line with the Incident Management policy (training will be provided) • You will produce and maintain a suite of service documentation and reports • You will build a strong and collaborative relationship with your Account Management counterpartThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.